Operations Manager

Company Description

Lumi is seeking an experienced Operations Manager to report directly to the Head of Operations. You will be the architect of efficiency, owning and driving end-to-end operational optimization across the entire customer journey. This highly autonomous role is perfect for a self-starter thriving in a fast-paced, high-growth environment. You will spearhead critical improvement projects, manage the Quality Assurance team, and partner closely with leaders across Product, Tech, Risk, and Customer Operations to transform our processes.

WHO IS LUMI?

We're a leading Fintech small business lender fuelling growth by making finance more accessible.

We deliver fast & flexible funding designed to meet the unique needs of Australian businesses. With over $1.5 billion funded since 2018 and backing for 15,000+ small businesses, we're trusted for our speed, high quality service, and tailored approach.

WORKING AT LUMI

We are building a culture where you can grow and make a difference for customers. We are looking for people to join us on this journey who are passionate, curious and great problem-solvers.

We are incredibly proud of our awards, including most recently our Deputy CEO, Anna Hawter, receiving the Finnies' 2025 Outstanding FinTech Leader of the Year award. We also ranked in the top #3 on the 2024 Australian Financial Review BOSS Best Places to Work Banking, Superannuation and Financial Services list, 2023 Best Workplace Diversity Award by FinTech Australia and the 2022 Empowering Innovation Affie Award. We also ranked #36 among the fastest-growing technology companies in Australia in the 2022 Deloitte Technology Fast 50 Australia.

We foster a workplace where everyone feels a sense of belonging and respect and can reach their full potential. If you need any adjustments for a fair recruitment process, please let us know when applying.

OUR VALUES

Egos at the door - We own. We don't judge. We don't blame. We are open. We are in this together. We are respectful.

See the customer - We show up. We understand. We anticipate. We do what we say. We genuinely focus on solutions.

Think lean - We make things simple. We are resourceful. We understand the problem. We think ahead.

Learn to grow - We are curious. We challenge. We try. We fail forward. We learn. We try again.

Job Description

THE ROLE

• The Operations Manager will focus on enhancing the efficiency, effectiveness, and overall performance of Lumi's & customer experience
• Identify operational risks and develop strategies to mitigate them
• Drive, design and implement improvement initiatives across operational teams
• Build and deliver change management plans to determine success of initiatives
• Coordinate cross-functional teams to ensure that improvement initiatives are executed effectively
• Conduct process mapping, maintenance and analysis to support improvement initiatives
• Operational system innovation and improvements
• Manage a small Quality Assurance Team

Qualifications

THIS PERSON IS SOMEONE WITH

• Solid Operations Manager Experience
• Analytical and problem-solving skills with strong time & resource management
• Project & Change Management experience
• Strong communication skills
• Proven history of successful collaboration and stakeholder management to deliver change
• Strong understanding of CRM, telephony, automation & reporting tools
• Experience in process improvement & risk mitigation
• Self motivation and drive to continuously improve
• Experience in fintech and/or lending is highly favourable

Additional Information

PERKS & BENEFITS

Wellbeing: Free counselling, seasonal activities, Wellbeing Allowance, wellness room, flu shots

Work Life: Home Workspace Allowance, Purchased Leave, Parental Leave, Parental Flex Leave, Lumi Life Leave for challenging events, breastfeeding/expressing space

Social & Food: Monthly lunches, regular celebrations, stocked kitchen, beer & kombucha on tap, board games, ping pong, rooftop BBQs

Rewards & Recognition: Competitive pay, referral bonuses, shout-out recognitions

Community Support: Paid volunteer leave, diversity celebrations, company volunteer days

Career & Growth: Advancement opportunities, higher education sponsorship, hackathon